Incident Management Operations Lead

Capgemini; Navi Mumbai; On-site; INR 2,500,000 - 7,500,000; Full time

Benefits offered by this job

Health checks

Telemedicine

Insurance top-ups

Job summary

Capgemini Engineering is seeking an experienced Major Incident Manager to lead high-severity incidents and coordinate cross-functional teams. You will ensure rapid service restoration, maintain executive communications, and drive governance and RCA activities across IT operations.

The role requires 12-14 years of IT incident management experience, strong stakeholder handling, and hands-on use of ServiceNow or Remedy. Capgemini offers diverse career paths and extensive wellness programs.

Qualifications

• 12-14 years of experience in IT incident management.
• Experience with ITIL Incident Management in IT Operations.
• Hands-on with ServiceNow or Remedy ITSM tools.
• Strong communication and escalation management skills.
• Ability to lead teams during major incidents.

Responsibilities

• Lead and manage P1/P2 Major Incidents with quick service restoration.
• Coordinate cross-functional teams to drive Major Incident Bridges.
• Provide timely stakeholder communication and executive updates.
• Ensure incident documentation, RCA tracking, and governance compliance.
• Identify recurring issues and drive continuous service improvement.

Skills

Incident management

IT Operations

Stakeholder communication

Leadership

Cloud operations

Education

ITIL Foundation certification

Tools

ServiceNow

Remedy

Job description

Job Description:

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s mostinnovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as theyprovide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days arethe same.

Your Role

• Lead and manage P1/P2 Major Incidents, ensuring quick service restoration and minimal business impact.
• Drive Major Incident Bridges by coordinating cross-functional support teams.
• Provide timely and accurate stakeholder communication and executive updates during incidents.
• Ensure complete incident documentation, RCA tracking, and governance compliance.
• Identify recurring issues and drive continuous service improvement through incident trend analysis.

Your Profile

• Total Experience Required:12-14 Years Only
• Strong ITIL Incident Management experience within IT Operations environments.
• Hands-on expertise with ITSM tools such as ServiceNow, Remedy, or similar platforms.
• Good understanding of Application Support, Infrastructure, and Cloud Operations.
• Excellent communication, escalation management, stakeholder handling, and decision-making skills.
• Ability to lead teams effectively during high-pressure Major Incident scenarios; ITIL Foundation certification preferred.

What You’ll Love About Working Here

• You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
• You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
• At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.